TY  - BOOK
AU  - Fitzsimmons,James A.
AU  - Fitzsimmons,Mona J.
AU  - Fitzsimmons,James A.
TI  - Service management: operations, strategy, and information technology 
SN  - 0070217602 (alk. paper)
SN  - 978007021
AV  - HD9980.5 .F549 
PY  - 1998///
CY  - Boston
PB  - McGraw-Hill
KW  - Service industries
KW  - Management
N1  - Updated ed. of: Service management for competitive advantage. 1994; pt. 1. Services and the economy. The role of services in an economy --
The nature of services --
pt. 2. The service concept and competitive strategy. Service strategy --
Services and information technology --
pt. 3. Structuring the service enterprise. The service delivery system --
The supporting facility --
Service facility location --
Managing service projects --
pt. 4. Managing service operations. The service encounter --
Service quality --
Managing queues --
Managing facilitating goods --
Managing capacity and demand --
pt. 5. Toward world-class service. Productivity and quality improvement --
Growth and expansion --
pt. 6. Quantitative models with service applications. Forecasting demand for services --
Queuing models and capacity planning --
Linear programming models in services
ER  -